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Pendo's Customer Engineering team is the technical backbone of pre- and post-sales customer motion, combining work historically spread across Customer Success, Technical Account Management, and Solutions Engineering. As a Senior Customer Engineer, you own strategic and complex Enterprise accounts across the full lifecycle: acquisition, implementation, adoption, expansion, and escalation.
You lead technical strategy for complex deployments, resolve ambiguous customer challenges, and partner closely with account teams to drive retention, expansion, and customer value. Your impact extends beyond your own accounts through playbooks, coaching, repeatable fixes, and workflow improvements that raise the capability of the broader Customer Engineering team.
Day-to-day responsibilities include partnering with Account Directors on pre-sales motions for new customer acquisition and expansion, leading onboarding for strategic customers with planning, implementation, integrations, and training. You identify opportunities to expand adoption across underutilized features and new lines of business, diagnose root causes when adoption stalls, and serve as an escalation point for complex technical challenges. You build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team, using AI tools to accelerate content creation and surface patterns across accounts.
You assess account health, risks, and stakeholder relationships to identify the highest-priority problems to solve within your portfolio. You establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward. You drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts, contributing reusable frameworks and processes that other Customer Engineers use.
The ideal candidate is a builder who thrives when there isn't a clear path yet and gets to define it. You're genuinely AI-curious, rewiring how you work around AI tools to be faster, sharper, and more prolific. You see AI as a multiplier, not a shortcut.
